Senior CRM Process Improvement Professional

at Humana in Rogers, Arkansas, United States

Job Description


Join our Talent Acquisition team as a Senior CRM Process Improvement Professional that uses Talent Acquisition best business practices and a test and learn methodology to develop business processes that focus on improving the candidate experience and recruiter productivity. In this role, you will act as a subject matter expert on our CRM and Career Sites, as well as continue to evolve candidate and recruiter technology. Working autonomously, help us drive department strategy with benchmarking, business process analysis and re-engineering, change management and measurement, and/or process-driven systems requirements.


The Senior CRM Process Improvement Professional researches best business practices within and outside the organization to establish benchmark data.

Additional Responsibilities:

+ Responsible for the integration, implementation, maintenance, training documentation, and education of the tool into the recruiting process and driving utilization

+ Monthly and quarterly CRM reporting

+ Lead CRM Champions and guide Sourcers to ensure adoption and continuous areas of improvement for the system

+ Manage user testing of career sites to gather feedback and implement changes

+ Actively manage CRM and career site raid log

+ Assist in the ongoing maintenance of four career sites

+ Responsible for implementing enhancements, change requests and break/fix for the CRM and career sites

+ Work with sourcing team to mature sourcing model by utilizing data and knowledge of recruiters’ processes to recommend metrics and create strategies that help influence change and drive adoption

+ Manage career site chat bot, monitoring of missed utterances and matched intents to develop/improve content

+ Develop and maintain relationships between the vendor, project team, key stakeholders and HR Tech partners

+ Collaborate across various work streams to identify upstream and downstream impacts of any changes to current process flows including Workday

+ Daily management of the external candidate mailbox

Required Qualifications

+ 2 years of Customer Relationship Management system proficiency

+ 3+ years expert knowledge of the recruiting process

+ Strong analytical skills

+ Knowledge of PowerPoint and Excel

+ Demonstrated ability to build strong, positive working relationships

+ Ability to identify, troubleshoot, and resolve issues through CRM reporting and configuration

+ Ability to leverage technology and tools to communicate, track, document, and analyze the utilization of HR systems

+ Strong oral, written and presentation skills

+ Experience working as part of an interdependent team supporting an enterprise HR application

+ Ability to influence and coach without hierarchical responsibility

+ Ability to engage partners and primary system users to co-develop complex technical solutions

+ Associate’s Degree in a related field or comparable experience

Preferred Qualifications

+ Bachelor’s Degree

+ 3 years of Customer Relationship Management administration and configuration

+ User-focused design experience or experience planning and designing with the end user in mind

Additional Information

Interview Format:

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from with instructions to add the information into the application at Humana’s secure website.

Scheduled Weekly Hours


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Job Posting: JC192876752

Posted On: Sep 20, 2021

Updated On: Oct 02, 2021